Principal Engineer I - AIOps ServiceNow

Western Alliance Bank•Phoenix, AZ

39d

About The Position

As a Principal Engineer I for ServiceNow AIOPS, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant, and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining requirements and objectives of targeted solutions. As a Principal Engineer I, you also facilitate dialogue and activities, and work to ensure team collaboration including teams outside of your domain. You'll develop effective presentations and narratives for IT audiences. In this role, you'll also develop the technical skills of one more junior engineers. Define the multi-year roadmap for ServiceNow AIOps/ITOM, aligned to business SLAs, SRE objectives, and platform governance. Architect event correlation, noise reduction, anomaly detection and root cause workflows leveraging ServiceNow Event Management, Predictive AIOps, and Health Log Analytics. Establish design patterns for service maps and dependency models using CMDB, Discovery, and Service Graph. Lead build-out and optimization of Event Management , Cloud Observability , Metric Intelligence , and Log Analytics (including parsers, classifiers, deduplication). Implement automation for enrichment and remediation (Flow Designer, Orchestration, IntegrationHub, custom actions) and guide “self-healing” runbooks. Integrate ServiceNow with monitoring/logging tools (e.g., Dynatrace, AppDynamics, Datadog, New Relic, Splunk, Elastic), cloud providers (AWS/GCP/Azure), and messaging/ITSM systems. Build the solution design for ServiceNow AIOPS efforts that can be handed off to lower-level engineers for execution assuring reuse of platforms where possible. Review technical plans developed by lower-level engineers and analysts to assure quality designs prevail which can support the volumetrics of our business partners objectives. Build comprehensive measurement dashboards that give performance insight into key applications of the bank which can feed operational results of our business partners. Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures that support areas of operations across IT.

Requirements

8+ years of related experience in enterprise IT Operations/Observability with deep hands-on ServiceNow ITOM/AIOPS experience
Proven delivery of Event Management, Predictive AIOps, Health Log Analytics, Metric Intelligence, and Discovery/Service Mapping at scale.
Strong architecture skills across CMDB modeling, data pipelines, and large-scale alert/event processing.
Hands-on with IntegrationHub, Flow Designer, MID Server, REST/SOAP APIs, and scripting (JavaScript) in ServiceNow.
Experience integrating with modern observability stacks (Dynatrace, Datadog, AppDynamics/New Relic, Splunk/Elastic) and cloud-native telemetry (CloudWatch, Azure Monitor, Stackdriver).
Solid understanding of SRE/ITIL practices (incident/problem/change), reliability engineering, and automation-first operations.
Certified System Administrator (CSA)
Certified Implementation Specialist – ITOM (Event Mgmt, Discovery, Service Mapping)
ServiceNow Micro-Certs for AIOps/Health Log Analytics/Cloud Observability
Bachelor's degree in related field required
Advanced to expert knowledge of general Financial Services or Banking is preferred.
Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
Advanced to expert experience in leading cross-functional teams and managing multiple projects simultaneously with an established expertise in one or more key domains of the bank (Deposits, Loans, Operations or Reporting)with the ability to walk-through top-level process design.
Capable of working with regulatory partners like the CFPB, OCC and FRB through audits and collaboration efforts as situations arise.
Advanced to expert familiarity with the capability model across IT and the applications and infrastructures available for engagement in solutioning across the bank to develop results that leverage existing capabilities in addition to implementing new solutions when required.
Experience in the design, enhancement, and compliance to all governance frameworks across the IT organization to ensure proper compliance to published procedures and standards.
Advanced speaking and writing communication skills.

Nice To Haves

Certified Application Developer (CAD)
Masters or MBA in related field preferred.
Previous leadership experience preferred.

Responsibilities

Provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant, and reliable.
Identify development and support needs as well as take on large and complex design responsibilities supporting project tasks.
Engage with project and business sponsors refining requirements and objectives of targeted solutions.
Facilitate dialogue and activities, and work to ensure team collaboration including teams outside of your domain.
Develop effective presentations and narratives for IT audiences.
Develop the technical skills of one more junior engineers.
Define the multi-year roadmap for ServiceNow AIOps/ITOM, aligned to business SLAs, SRE objectives, and platform governance.
Architect event correlation, noise reduction, anomaly detection and root cause workflows leveraging ServiceNow Event Management, Predictive AIOps, and Health Log Analytics.
Establish design patterns for service maps and dependency models using CMDB, Discovery, and Service Graph.
Lead build-out and optimization of Event Management , Cloud Observability , Metric Intelligence , and Log Analytics (including parsers, classifiers, deduplication).
Implement automation for enrichment and remediation (Flow Designer, Orchestration, IntegrationHub, custom actions) and guide “self-healing” runbooks.
Integrate ServiceNow with monitoring/logging tools (e.g., Dynatrace, AppDynamics, Datadog, New Relic, Splunk, Elastic), cloud providers (AWS/GCP/Azure), and messaging/ITSM systems.
Build the solution design for ServiceNow AIOPS efforts that can be handed off to lower-level engineers for execution assuring reuse of platforms where possible.
Review technical plans developed by lower-level engineers and analysts to assure quality designs prevail which can support the volumetrics of our business partners objectives.
Build comprehensive measurement dashboards that give performance insight into key applications of the bank which can feed operational results of our business partners.
Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures that support areas of operations across IT.